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FAQ & Troubleshooting
Find answers to common questions and solutions to known issues. Can't find what you need? Contact our support team.
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Troubleshooting
Plugin panel is blank or shows loading forever
Reset the panel and check your internet connection
Steps to resolve:
- 1Close Premiere Pro completely
- 2Check your internet connection
- 3Restart Premiere Pro
- 4Reopen the SPLICE panel
- 5If still blank, try reinstalling the plugin
Error: 'Unauthorized' or 'Invalid license key'
Re-enter your license key or check your subscription status
Steps to resolve:
- 1Click the settings icon in SPLICE
- 2Click 'Logout' if you're logged in
- 3Re-enter your license key
- 4If key doesn't work, check spliceclips.com/account for subscription status
- 5Contact support if your subscription is active but key doesn't work
Build Sequence button does nothing
Ensure you have an active sequence and analysis results
Steps to resolve:
- 1Make sure a sequence is open and active in Premiere Pro
- 2Run analysis by clicking GO first
- 3Wait for analysis to complete (check progress)
- 4Then click Build Sequence
- 5Check the console for any error messages
CEP extension not appearing after installation
Verify PlayerDebugMode is enabled correctly
Steps to resolve:
- 1Open Terminal (Mac) or Command Prompt as Admin (Windows)
- 2Run: defaults write com.adobe.CSXS.11 PlayerDebugMode 1 (Mac)
- 3Or add registry key HKEY_CURRENT_USER\Software\Adobe\CSXS.11\PlayerDebugMode = 1 (Windows)
- 4Completely quit Premiere Pro (check Activity Monitor/Task Manager)
- 5Reopen Premiere Pro and check Window > Extensions
Audio analysis fails or times out
Check audio format and file size
Steps to resolve:
- 1Ensure audio file is in a supported format (WAV, MP3, AAC)
- 2For very long files (2+ hours), try splitting into sections
- 3Check your internet speed - uploads require stable connection
- 4Try re-analyzing with a smaller section first
- 5If persistent, contact support with the error message
Generated music sounds different than expected
Adjust generation parameters and try variations
Steps to resolve:
- 1Use specific mood and instrument presets
- 2Add detailed custom prompts (e.g., 'upbeat tech startup vibe')
- 3Generate 3 variations to get more options
- 4Enable 'Scene-Aware' mode for better mood matching
- 5Try different duration - shorter tracks are often better
Still Need Help?
Our support team is here to help. We typically respond within 24 hours.